Updating account information for an existing user

The following directions will walk you through the process of updating information for an existing user:


With the exception of User ID and Password, any of the fields in the users import can be updated by re-importing a user (Name, Email, Role, etc.).

If you need to update the User ID for an existing user, please contact our Support Team by clicking Submit A Request (subject: Update User ID).

Only the required field column headers are required for the import; if you add a column header and leave the value blank for a given user, then previously entered data will be deleted.

If you need to add a new user, please click here for instructions on importing a users file. 

If you are not sure if a user already exists, or if you are not sure of their User ID, follow these steps:

1. Log into an administrator account
2. Click Extracts at the top of the page
3. Click User Demographic Data

4. Click Create Extract
5. When the extract has finished processing, there will be a link for you to click to download a .zip file:

6. Extract the .csv file from the downloaded .zip file
7. Open the .csv file. This will contain a list of all users in your Via organization. In column A you will see each user's User ID

To update information for an existing user:

1. Log into an administrator account
2. Click Import at the top of the page
3. Click Users Sample File and download the users.csv file

*If you followed the directions above to download the User Demographic Data extract, you may also use that .csv file for this import


4. If you are using the user.csv sample file:

  • Delete each row that contains sample data
  • Enter a row for each user that needs to be updated. Please make sure you have entered the correct User ID in column A. If the User ID is incorrect you may receive an error, or you may accidentally update information for the wrong user.

  If you are using the extract .csv file:

  • Locate the user that you wish to update, and modify any of the fields that need to be updated. Do not modify the User ID. If the User ID in the extract is incorrect, please

    contact our Support Team by clicking Submit A Request (subject: Incorrect User ID).

  • You may delete the rows for users that you are not updating, or leave them in the file

5. Once your .csv file is ready, save the file and return to the Import Users screen
6. Click Upload File and select your .csv
7. Once the import has finished, the Import Status will tell you how many rows were imported successfully and how many failed. If any of the rows failed, click the Failed Information link to view the errors. Once you have corrected the errors in your .csv and re-saved the file, repeat step 6.

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